Matthew Pincus avatar image
Matthew Pincus asked Welcome 01 commented

Why is time after external transfer included in handle time?

See the example. The green highlighted time that is actual talk time (and hold time) amounts to 2 minutes, but the total handle time is 39 minutes, as it is including live talk after external transfer.


Also here, since that seems small:

Is this a bug that can be corrected? Is there a way to exclude the external time?

analytics and reportingtransferring callsbug
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Welcome 01 avatar image Welcome 01 commented ·

doesn't make sense for ringcentral to track the duration of a call that has left their system.
you have 3 parties in your case.
1. person who transfers (we can infer this is internal person/sb in your company)
2. person who is transferred
3. recipient of transfer

if both 2 and 3 are external people, you shouldnt be able to see the live talk after transfer. However I am not 100% confident and will try to reproduce this scenario on my end and see what I get

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